Customer Support Officer

1 week ago Be among the first 25 applicants.

We’re Capital on Tap 👋
Capital on Tap was founded with the mission to help small‑business owners and make their lives easier. We provide an all‑in‑one business credit card and spend‑management platform that helps businesses save time and money. We proudly serve over 200,000 businesses worldwide and aim to help one million by 2030.

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in a scaling, agile environment. You’ll get the space to solve problems creatively, make decisions, and see your impact right away.

Hybrid‑based role based in our Cardiff City Centre Office. After probation you’ll be in the office 3 days a week and 2 days from home.

• Serve customers via phone, email, and live chat, keeping interactions friendly and professional.
• Resolve issues quickly and own each customer’s case from start to finish.
• Listen carefully, understand problems, and find fair solutions.
• Stay up to date with our products and policies to provide accurate advice.
• Identify opportunities to improve processes and suggest enhancements.
• Recognise customers who need extra support and ensure they receive it.

• Midnights Team:
  • Monday–Friday, rotating every other week – Week 1: 12:30 pm–9 pm;
  Week 2: 3:30 pm–Midnight.
• Nights Team:
  • Monday–Sunday (2 weekends in every
  4) – 6 pm–6 am or 8 pm–8 am – 4‑week rolling pattern:
  • Week 1: 4 on, 3 off;
  Week 2: 3 on, 1 off, 3 on;
  Week 3: 3 off, 4 on;
  Week 4: 7 days off.

• 2+ years of customer‑service experience (financial services experience strongly preferred).
• Excellent written and verbal communication skills.
• Strong judgement and confidence handling complex or sensitive queries.
• Ability to manage high enquiry volumes without compromising quality.
• Proactive, solutions‑focused attitude – you love getting things right the first time.
• Empathy, curiosity, and a genuine desire to help people.
• Capacity to work independently and thrive in a fast‑paced team environment.

We believe that different perspectives make us stronger. We welcome and encourage applicants from all backgrounds and experiences to join our team.

• Salary from £26,500 + monthly bonuses (part‑time salary discussed at interview).
• Private healthcare, including dental and optician services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary rewards (£250, £500, £750, 4‑week fully paid sabbatical).
• Salary‑sacrifice pension scheme up to 7% match.
• 28 days holiday (plus bank holidays).
• Annual learning and wellbeing budget.
• Enhanced parental leave.
• Cycle‑to‑work scheme.
• Season ticket loan.
• Six free therapy sessions per year.
• Dog‑friendly offices.
• Free drinks and snacks in our offices.

• First stage: 15‑minute intro call with a Talent Team member.
• Final stage:
  Assessment day – Tuesday 20th, Wednesday 21st, Thursday 22nd January 1 pm–5 pm (in person).
• Start date:
  
  Monday 23rd February 2026.

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Click apply and we will aim to respond within 3 working days (busy periods could take up to 5 working days).